Genesys Announces New Offerings to Unleash The Power of Great Customer Experience

Comprehensive Set of Contact Centre Offerings Bring Speed-to-Market, Simplicity and Innovation for Companies of All Sizes

Frimley, UK - November 20, 2013 - Genesys, a leading provider of customer experience and contact centre solutions, today announced three new contact centre editions—Premier Edition for small to mid-sized contact centres, Business Edition for mid-sized contact centres, and Enterprise Edition for large contact centres. These comprehensive offerings integrate technologies and expertise from the companies that Genesys recently acquired: Angel, Utopy and SoundBite Communications. Complementing these offers are new capabilities from Genesys for call recording, screen capture, and intuitive analytics. The intuitive analytics, called Pulse, are visual dashboards and interactive reports that provide real-time monitoring of contact centre operations and performance. The editions extend best-in-class customer experience solutions to new market segments and represent the most comprehensive set of offerings for contact centres ever made available.

"Companies spend vast amounts of money creating compelling brand promises that their customer experience fails to deliver," said Paul Segre, President and CEO of Genesys. "With the new Genesys contact centre editions, companies of all sizes can now rapidly deploy systems that transform customer experience into a competitive differentiator."

Premier Edition for Small to Mid-Size Contact Centres
The Genesys Premier Edition is a pure cloud offering that delivers everything that small to mid-size contact centres need to provide exceptional customer experiences. Built with world-class routing and IVR capabilities from Genesys and the intuitive Angel Virtual Contact Centre user experience, this edition is designed to be flexible, quick to deploy, and easy to use. Capabilities include:

  • Scale to 250 seats
  • Multi-channel support
  • Unlimited IVR ports
  • Intuitive and visual solution configuration
  • Proactive notifications and surveys
  • Business Intelligence Analytics
  • Workforce Optimisation (WFO)
  • Stand-alone agent and administrative support or native support within Salesforce Service Cloud
  • Bundled Telco Services

Business Edition for Mid to Large-Size Contact Centres
The Business Edition is the most feature-rich and flexible customer experience solution ever offered for mid to large-size contact centres. With this edition, customers can choose to run their contact centre in the cloud, on-premise with a pre-configured appliance or in a hybrid cloud configuration. The on-premise appliance is new from Genesys and comes in multiple configurations. Whether in the cloud or on-premise, the Genesys Business Edition deploys rapidly, is easy to use, and scales as contact centres grow. Capabilities include:

  • Scale up to 1,000 seats
  • Inbound and outbound multi-channel support
  • Email, chat, mobile and advanced self-service channels support
  • Simplified and pre-configured routing options for rapid deployment
  • Real-time performance and operational monitoring and analysis with Pulse
  • Workforce Optimisation including Workforce Management
  • Pre-integrated hardware appliances for on-premise deployments

Enterprise Edition for Large Contact Centres
Genesys Enterprise Edition is tailor-made for large organisations that require highly scalable and customised contact centre solutions. With this edition, customers can choose to run their contact centre in the cloud, on-premise or in a hybrid cloud configuration. Capabilities in addition to those in the Business Edition include:

  • Scale to unlimited seats
  • Cross-channel interaction management
  • Support for remote and branch office workers
  • Work item prioritisation, routing & analytics
  • Customisation and 3rd party system and application integration

Industry Analysts and Customers Applaud the New Product Offerings
"This is a major competitive step for Genesys. It starts with technology that is designed for the complex needs of large enterprises and makes it available to small and mid-sized contact centres," said Dan Miller, Senior Analyst and Founder at Opus Research. "Plus, new packaging makes it easier for a new group of smaller customers to implement and use Genesys technology. The dual-pronged approach sets the stage for higher levels of growth."

"The days of the proprietary Automatic Call Distribution system being the only vehicle through which a company manages customer interactions will soon become a by-gone era," said Keith Dawson, Principal Analyst at Ovum. "These offerings from Genesys afford companies the opportunity to choose from a more flexible and innovative set of customer experience solutions available in streamlined deployment models that clearly delineate between cloud, premise and hybrid solutions to better meet the needs of today’s customer experience leaders."

"The ZoomSystems customer experience is all about simple, intuitive and rapid time-to-deployment, which is exactly why we think Genesys is a great fit for high growth companies like ours," said Michael Shaw, SVP of Operations, ZoomSystems. "Integrating Genesys means fast growing companies can now use the leading cloud-based customer experience solutions to think big and have the flexibility to grow big too." 

About Genesys:
Genesys is a leading provider of customer experience and contact centre solutions. With over 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact centre and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalised experiences across all touchpoints, channels and interactions.

Press Contact:
Emily Lockey
IBA International - PR for Genesys
01780 721433

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